Job Description

Position Overview:

At Prime Health our Patient Services Coordinators are at the heart of our business and patient journey. In this role you will rotate between patient facing front of house duties and back office functions. Wherever you are working you will be responsible for ensuring rapid access to our diagnostic and outpatient facilities, with patient care at the heart of the journey. Within the team, the role includes scheduling functions, general administrative support and telephone cover as well offsite reception cover.

Free on site car parking is provided.

Key Responsibilities:

Acting as the first point of contact for all patient enquiries to Prime. On receipt of all new referrals ensuring that the vetting process has been followed in line with departmental guidelines. Be responsible for the scheduling of outpatient and all associated appointments according to clinical urgency and length of wait in accordance with Prime Policies and Procedures, escalating any exceptions. Liaising with patients to ensure that a mutually convenient date and time is agreed, including urgent referrals. Ensuring that patients are appropriately reminded of their appointments. Ensuring that departmental standards are met for patients receiving notification or acknowledgement of their visit. Providing a courteous and efficient point of contact for patients both face to face and over the telephone. Ensuring that each patient is treated as an individual and their individual needs are met (i.e. appropriate support is in place for their appointment, such as interpreting support). Providing a welcoming and efficient reception service and to put patients at their ease as required. Ensuring that patients and visitors are well informed and that messages are communicated promptly. Liaising with the medical, nursing and health professional staff as required to ensure efficient use of all clinics. Responding to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leader or Line Manager and helping if an issue needs further investigation. To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity. In conjunction with the Team, reviewing cancelled or patients on hold, ensuring appropriate action is taken. To understand the scheduling and admin procedures across all modalities and contracts. Ensuring that any telephone, e-mail, or written queries are responded to within the appropriate timeframe and escalated if necessary. Ensuring patient cancellations and changes are recorded appropriately on all relevant Prime and external systems. Ensuring that referrals which need manually uploading to Prime systems are added within the set timescales. Forwarding clinical reports and notifying critical findings to referrers, within the set timeframes.

This list is not exhaustive. All colleagues have responsibility for following Company policies and Health & Safety guidelines.

Skills:

Excellent Communication skills. Good IT skills. Flexible approach. Good organisation skills.

Key Competencies:

Problem-solving, critical thinking. Time management. Adaptability, creativity.

Reporting Line:

Admin Team Leader

Company Culture & Values:

* Our team is experienced in the provision of all aspects of a high-quality diagnostic scanning service. They are here to help patients every step of the way, making sure their scan is as comfortable and effective as possible.